Customer Service

Troubleshooting tips can be found under the FAQ section of each individual product section. If you are unable to find a solution for your particular issue, please contact us via email at VEMCO Customer Support.

If you require support or need to access downloads for discontinued products, please see the Retired Products tab (above right). These include the VR3-UWM, VR2, VR60, VR28, VRAP and Older Minilogs (Minilog 8 and Minilog-12).

Returning VEMCO Products

VEMCO products are designed and manufactured to be robust and easy to use. Despite this, products may occasionally need to be returned to the factory for upgrade or assessment/repair. Depending on your location, there are various procedures to be followed prior to returning any equipment to VEMCO to ensure your shipment arrives at the factory in the correct manner. To help us help you with your equipment issue as quickly as possible, please follow the following steps:

Contact VEMCO Customer Support for troubleshooting assistance by filling in the form below, or emailing our Customer Support team, or calling one of our many available Toll Free numbers

A Support Representative will contact you to provide troubleshooting assistance

If the issue remains unresolved, the equipment will need to be returned to VEMCO

Your Support Representative will issue you an RMA number (required) and detailed shipping instructions

Repair lead-time is typically four (4) weeks. We would be happy to discuss options for faster repair service and/or loaning of equipment to meet your study requirements.

Return Materials Authorization (RMA) Form

Please fill in this form to report an issue with a VEMCO product. A Customer Support representative will be in contact shortly to provide assistance.

Name*

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Last

Email*

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Serial Number*

Description of Problem*

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If you have unknown IDs in your detection dataset, please use the procedure outlined below to identify the tag owner(s). VEMCO will work with you to make this process happen quickly and easily while ensuring that everyone’s privacy is respected.

As a result of the growing use of VEMCO equipment worldwide, many researchers are detecting tags belonging to other studies. These are often referred to as unknown or foreign IDs. As these detections may have significant scientific value, we feel it is very important to connect the owners of both the tags and receivers in question.

Create a list of tag IDs in CSV format. (Example of required ID format is A69-1601-19219.) You can either provide us with a list of “Unknown IDs” that you would like us to identify OR provide us with the list of your “Known IDs”, and we will filter those out and process the remaining detections to identify Unknown IDs.

Have all associated VRL receiver log files ready to upload. Then select all VRL receiver logs containing the unknown transmitter IDs including those with RLD embedded in the file name.

Indicate where the receivers in question were deployed.

Please be assured that the receiver files you submit will be treated as confidential information.

Why Do Range Testing?

It is imperative that range testing be integral part of every study to ensure you get the optimal results from your VEMCO equipment deployments. This testing should be carefully planned in order to produce relevant results and should focus on areas and conditions of planned deployment.

All of these factors can vary significantly from one location to another and with time in a particular location and can impact range for some signal paths and, in some cases, even produce shadow zones. This needs to be taken into account when installing an array of receivers with the objective of detecting all passing fish. View our Range Testing Introduction and Range Testing Tutorial videos for more information on the value and importance of range testing.

A preliminary version of our internal Range Test Software is also now available for customers to aid in analyzing range data. Please visit our Range Test Software page to download.

While we recommend users switch to the new VEMCO Field Reader and LoggerVUE Software, the following provides support for those using the older Minilog PC Interface Reader (attaches to the PC via serial port).